Help Desk Review - why 3.8 stars?

Shlomi Lavi / updated: Oct 21, 2019

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What is Help Desk?

Help Desk is a small but effective tool used for micro managing customer support. It provides users the ability to prioritize and realign the different cases raised against bugs and other issues regarding their software. It also helps keep your customers on the line as they wait for support.

Developed by Elementool, the program allows for a modicum of freedom when it comes to excessive calls. The company was found in the year 2000 and has a small but dedicated working force.

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Who is it best for?

The program aims at companies that need total control over their CS, without requiring the use of much time so that work flow can continue on with little to no distraction.

Quite a few companies have chosen this software, and most have found great results as soon as they implemented the system. Major competitors like HP, GE, and Johnson & Johnson have found satisfaction in the program. There have been many smaller companies that have used this software as well.

Main features and functionalities

Customer satisfaction is always what takes top priority when it comes to releasing new products. There may be a few issues that were not anticipated during the launch, and that means many problems would arise. This program is best for the companies that wish to give out only the best service, without having to hire on too much staff to handle those new issues.

First off, the priority system ensures that high level issues that stop functionality can be addressed without having to drop lesser calls. It does this through a ticket system by which you can determine the most important issues.

What is the actual cost?

The cost of license starts at $90 per user/month. ITQlick pricing score is 5 out of 10 (10 is most expensive). Access ITQlick pricing guide for Help Desk.

Pros

• A 30 day trial is allowed for most of their products.
• Extensive research into your company's CS history ensures that the program works well with your system.
• Ticket system ensures that no call is ever dropped
• Help Desk also collates the information stored and creates a knowledge base
• Company side support means implementation is easy

Cons

• If there are issues in your product that aren't listed, then making contact may be harder
• Support is limited to the information you've already provided
• Collecting new information can be a much harder task
• Being web based means that they still keep running even if your company does not
• Help Desk is concentrated on customer support, unlike other programs

How it stacks up?

Access a head to head analysis of Help Desk vs alternative software solutions.

Frequently Asked Questions (FAQs)